Customer Experience Lead

2 weeks ago

Docklands, Australia Medibank Full time

**About ahm**
Simple, easy and affordable. That’s our mission for health insurance.

We take a straightforward approach to creating positive experiences for our customers. So, our people are straightforward too. We are people who care about delivery, we like disruptive ideas and challenging what is considered ‘normal’. We work flexibly, and look after our health and wellbeing - it helps us be at our best.
If you have passion for driving results, a strategic mindset, and a love of innovation, now is the time to join ahm.

**About the role**

It’s an exciting time to join ahm as a Customer Experience Lead. In this role you will shape the delivery of ahm’s future customer experience. You will do this by translating customer insights into strategy through customer research and human centred design tool kits. You will also get to lead a Customer Experience team of passionate, smart, and high performing professionals.

Reporting to the Head of Strategy, you are happy to roll up your sleeves to:

- Identify the business opportunities that align to our key customer needs and wants and to support the business to set goals, prioritise and track and measure performance against those goals
- Influence design through insights of the ideal state customer experience strategy
- Embed customer led mindsets and tools within the ways of working and business
- Work collaboratively with Medibank to redesign and embed the VOC of customer program to align to action led insight generation and reporting

**Now, who are you**

Enough about us, let’s talk about youyou have an entrepreneurial spirit and aren’t afraid to roll your sleeves up when the time comes.

We’re looking for someone a bit like a mullet (the hairstyle not the fish). You’ll need to represent ahm in the corporate Medibank world when required, but your day to day will be full of breaking things and building them back into something to better. Business in the front, party out the back.

You’re an expert communicator, who loves collaborating and leading a team (that’s a given). You’re a little bit obsessive about understanding our customers and getting to know what makes them tick. You’re intelligent and you know your stuff, but you’re also looking for a role you can grow into (and we will be here to support you every step of the way)

We are also on the search for:

- Strong strategic and customer focus experience with a clear understanding of how to set goals aligned to customer needs and ability to make trade offs
- Ability to demonstrate ROI of CX programs, set goals, priorities and measure and report on performance
- Proven ability to translate insights into actionable and practical service design solutions, and lead the process of developing and executing big ideas and designing relevant customer service interactions across multiple channels.
- Experience in leading customer research, analysis, testing and proto-typing solutions
- Expertise in the facilitation of workshops and design walkthroughs with a variety of stakeholders

**A career with us**

All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.

**To start small and impact bigger.

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